26th August, 2024 About the job: As a Desktop Support Technician (Tech Host Bar) working within a team of AITS engineers, vastly experienced providing and delivering an unrivalled service to our customer and responding to tickets in a prompt and timely manner; provide fault diagnosis, call vetting and technical support to successfully resolve issues on a first line fix basis and escalate tickets to resolver groups or 2nd Line support as required.
What you will do?
Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
Where a ticket cannot be resolved on a first line fix basis, ensure that it is assigned to either 2nd Line Support or the correct resolution group, with clear, concise and detailed information recorded on the individual ticket, to enable efficient call management and resolution within SLA.
Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels.
Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle.
Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction.
Ensure that all activities, including any chases or follow ups, are added to call management toolsets, or any relevant customer databases to enable continuous support from ESP's Global Service Desks.
Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations and escalate in line with operating procedures where required.
Maintain high standards of customer service at all times to encourage an excellent customer experience.
Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.
Working hours - 7:00am to 6:00pm, on rotation 37.50 hours What you will bring to ESP?
2 years' experience as a Service Desk Analyst for role holder to perform fully and effectively in the job Good understanding of IT networks & IT fundamentals.
CompTIA A+ and/or MCP accreditation or equivalent job experience.
Excellent use of MS Office Products.
Expert knowledge of call management systems, preferably ServiceNow.
Self-motivated with a willingness to learn and adapt to any new change or situation.
Detailed, methodical and logical in their approach to problem solving.
Excellent interpersonal skills; ability to communicate with customers at all levels Very good verbal and written communication skills.
Physical Requirements: Able to lift or push 20-50 kilograms of equipment if need it.
Able to stand or kneel for extended periods of time.
Able to use mechanical tools.
If you are….
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.
What we will offer: Personal & Professional Development Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.
We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging We are unconditionally inclusive in the way we work and celebrate individual uniqueness.
We know diverse backgrounds are valued and succeed here.
Salary: We offer a competitive range based upon suitability or experience.
Benefits: Holiday Leave Life Insurance Shift Allowance Perkbox discounts Who are we: ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that's manages over 1,000 tickets a day for more than 200 customers.
Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry.
We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls.
Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements.
Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.
We are global community of exceptional people passionately working together with one shared vision.
We uphold the highest standards of ethics, compliance, and security.
We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.
Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.
ESP Global Services is an equal opportunity employer.